Learn From The Best

Ms. Carol Chiam a.k.a. O.K.Chiam is a professional trainer, mentor, motivator, public speaker, customer service & sales expert and an author of several quality books. (Customer Service Excellence, Sell Like A Superstar, The Complete Salesmaster, Winning Public Speaking & Presentation Skills, Business English Communication, Guide To Telemarketing, Stress Management, Back To Basics For Good English Grammar).



She has with her more than 28 years of vast working experience in more than 8 industries. She had worked in many leading public listed and multinational companies . During her exposure, she has acquired no less than 18 years experience in training and development of employees and agents. She had worked in many industries including Banking, Insurance, Investment, Advertising, Hospitality, Construction, Education, etc.



Her wide exposure in Sales Management, Customer Focus Management, People Management & Business English Communication not only made her a successful sales achiever but also an excellent trainer, mentor, motivator and public speaker in these fields. Her vast experience in many fields and her professional qualifications have given her an extra edge in writing several comprehensive books to share her knowledge. Her books include 8 personal development books and 2 real life story books. Furthermore, she is also a much sought after and successful English Language and soft skills trainer for big conglomerates, GLCs, big pubic listed companies, manufacturing companies, ministries, government departments, universities, etc.

She is a reputable and seasoned professional trainer for public and in house programmes on People Skills, Management, Leadership, Marketing & Sales, Customer Service, Communication Skills, Public Speaking & Presentation Skills, Business English Communication, English Conversation & Business Writing, Time Management, Debt Collection Skills, Soft Skills and Personal Development For Executives and Managers. Her participants included those from large Multinational Companies, leading Conglomerates, Financial & Service sectors, Oil & Gas, FMCG, Manufacturing, Construction, Ministries, Bank Negara, GLCs, SMIs, SMEs, Universities, etc. She is also an approved PSMB trainer (TTT Exempted). She travels widely and offers training locally and abroad.



She is well accepted especially in English programmes and Soft Skills due to her ability to communicate in 3 languages, namely: Malay, English and Mandarin.



A strong believer in reinventing and continuous improvement, she places attitude as the most important criteria for any success. She strongly endorses the “ keep learning” habit for personal development.

“Knowledge is no power but Application is“

Effective Debt Collection Skills

28 May 2021

Introduction

Collection of overdue accounts is a very common problem for business, especially in bad times. To deal with this problem effectively while maintaining relationships with the customers at the same time need special skills. Selection of the right methods of collection make the collection more effective and positive.



Debt collectors should be aware of the negative results not only bring cash flow problems to the company but at the same time cannot have hostile relations with the customers. In all debt collections, tight monitoring and effective reminder systems are keys to successful recovery.



Choosing the right method and knowing the process of debt collection will improve collectors’ effectiveness. Further, mastering the skills in dealing with difficult debtors make the collection job easier.


OBJECTIVES

  • To equip credit control and collection staff with the necessary skills in effective collection.

  • To apply pressure in collection but at the same time maintain positive relations.

  • To deal with difficult customers and in control of the situation.

  • To achieve company’s objectives

Program Outlines

1. METHODS OF COLLECTION

a. By Telephone (most effective and friendly)

b. By Face to Face

c. By Collection Agency

d. By Legal Action



2.  COLLECTION PROCESS

a. When to collect (Timing)

b. How to collect (Methods)

c. What to say (Scripts)



3. INVESTIGATE, CLASSIFY AND QUALIFY PROBLEM ACCOUNTS

a. Current

b. Overdue

c. Doubtful

d. Strategies & Action Plans



4. BASIC PRINCIPLES OF NEGOTIATION

a. How to achieve negotiation goals?

b. How to negotiate with different personalities?



5.   GETTING THROUGH GATEKEEPERS

a. How to get through these people who block calls?

b. What message to leave for debtor to return call



6. DEALING WITH DIFFICULT, ABUSIVE, THREATENING & RUDE DEBTORS

a.  Control Emotions

b. Mirror Image

c. Maintain Professionalism

d.  Get Payment Commitment

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Who Should Attend

Collection Staff and Sales Staff

Level of Understanding: Clerical to Executives

Methology

  • Full participation is required to make the training much energised and fun-filled.

  • Power point presentation, flip charts and white board will be used.

  • Role Plays, Individual & Team Activities will be included.

After Attending, You Will Return To Your Job

  1. Should have acquire the skills and confidence to select the appropriate methods and implement collection strategies in the right situation.

  2. Recognise and effectively manage the customer’s avoidance of the debt recovery.

  3. Customise and construct an effective collection procedure.

  4. Able to communicate effectively with debtors

  5. Raise ability to achieve company’s objectives

Course Fees

Normal Fee ~ RM 750 / person

Group Discount (for 3 or more participants) ~ RM 638 / person

(Incl. 6% Service Tax)

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